This qualification reflects the role of individuals who typically manage complex multi-channel customer interactions, including tending to the training needs of others and promoting continuous process improvements, often in the capacity of a manager and with full authority to delegate.
Duties at this level may include all or some of the following functions: developing policy; making decisions and applying targets, such as KPIs; developing or contributing to organisational strategy; building capability and capacity within an organisation; coaching staff and handling complaints; scheduling and organising; interrogating systems; and building data capture processes.
Candidates undertaking this qualification require sound relationship management skills.
They may provide technical advice and support to a team.
Possible job roles relevant to this qualification include:
contact centre manager
customer contact segment manager
quality assurance officer
customer contact coach
complex enquiry customer contact manager.
Total number of units = 10
3 core units plus
7 elective units of which:
2 units must be from Group A elective units below
the remaining 5 units may be from Group A or Group B elective units, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course
up to 2 units may be from a Certificate IV level qualification.
Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.
BSBCCO504A Integrate customer contact operations in the organisation
BSBLED501A Develop a workplace learning environment
Preferred pathway for candidates considering this qualification include:
BSB40311 Certificate IV in Customer Contact or other relevant qualifications
vocational experience assisting in a range of support roles without a formal business qualification.
Pathways from the qualification
BSB60407 Advanced Diploma of Management or a range of other Advanced Diploma qualifications.
There are no entry requirements for this qualification.
There is no direct link between this qualification and licensing, legislative and/or regulatory requirements.
The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.
Industry/enterprise requirements for this qualification include:
transferring information centre's operational plans, goals, new products and services to team and project members
reading and interpreting a range of reports and information
writing team and project plans, documents and reports
developing a team culture and identity
managing a team and applying knowledge of oneâ€™s own role to achieve team goals
working with diverse persons and groups
analysing information and reports
dealing with complex customer complaints and escalations
working through alternatives and improvements
Initiative and enterprise
contributing to suggestions for improvements to products, services and processes
supporting operational plans and organisational goals
Planning and organising
developing team plans
managing learning and development plans for team members
planning team resources, targets and performance levels
managing own performance and motivating others
managing own time and work priorities
managing stress in the workplace
learning new ideas, skills and techniques
providing appropriate information on systems, products and services to team members
using electronic communication devices and processes to support team management, i.e. internet, intranet, telephony equipment, software packages, enterprise systems and email
using technology to assist the manipulation of information and to maximise performance